1 About the Connector

Oracle Identity Manager automates access rights management, security, and provisioning of IT resources. Oracle Identity Manager connectors are used to integrate Oracle Identity Manager with third-party applications. The connector for BMC Ticket Management is used to integrate Oracle Identity Manager with BMC Ticket Management.

Note:

Oracle Identity Manager connectors were referred to as resource adapters prior to the acquisition of Thor Technologies by Oracle.

This chapter contains the following sections:

Reconciliation Module
Provisioning Module
Supported Functionality
Multilanguage Support
Files and Directories That Comprise the Connector
Determining the Release Number of the Connector

Note:

At some places in this guide, BMC Ticket Management has been referred to as the target system.

For this connector, BMC Remedy is treated as a provisioning tool or medium.

In this connector, target application refers to the application provisioned indirectly via Remedy's Help desk-based manual/automated processes.

Reconciliation Module

Reconciliation involves duplicating in Oracle Identity Manager additions of and modifications to user accounts on the target system. It is an automated process initiated by a scheduled task that you configure.

See Also:

The "Deployment Configurations of Oracle Identity Manager" section in Oracle Identity Manager Connector Framework Guide for conceptual information about reconciliation configurations

Based on the type of data reconciled from the target system, reconciliation can be divided into the following types:

Lookup Fields Reconciliation
Ticket Reconciliation

Lookup Fields Reconciliation

Lookup fields reconciliation involves reconciling the following lookup fields:

Category
Item
Type

Ticket Reconciliation

Ticket reconciliation involves reconciling the following fields:

Summary
Description
Category
Type
Item
CaseType
Login
Name
Source
Status

Provisioning Module

Provisioning involves creating or modifying a Ticket in the Remedy Helpdesk system through Oracle Identity Manager.

Oracle Identity Manager sends basic provisioning information to Remedy for provisioning a ticket. The provisioning connector invokes Remedy to generate a ticket. Provisioning information includes:

Target application
Access information for target application modules
User provisioning information

You use the Administrative and User Console to perform provisioning operations.

See Also:

The "Deployment Configurations of Oracle Identity Manager" section in Oracle Identity Manager Connector Framework Guide for conceptual information about provisioning

In provisioning, you can specify values for the following fields:

Description
Category
Type
Item
CaseType
Source
OIMUser ID
CaseID
OIMStatus

Supported Functionality

The following table lists the functions that are available with this connector.

Function	Type	Description
Create Ticket	Provisioning	Creates a Ticket
Summary Updated	Provisioning	Updates the Summary of a Ticket
Category Updated	Provisioning	Updates the Category of a Ticket
Type Updated	Provisioning	Updates the Type of a Ticket
Item Updated	Provisioning	Updates the Item of a Ticket
CaseType Updated	Provisioning	Updates the CaseType of a Ticket
Source Updated	Provisioning	Updates the Source of a Ticket
Reconcile Lookup Field	Reconciliation	Reconciles the lookup fields
Reconcile Ticket Data	Reconciliation	Reconciles Ticket data from BMC Ticket Management to Oracle Identity Manager

Multilanguage Support

The connector supports the following languages:

Brazilian Portuguese
English
French
German
Italian
Japanese
Korean
Simplified Chinese
Spanish
Traditional Chinese

See Also:

Oracle Identity Manager Globalization Guide for information about supported special characters

Files and Directories That Comprise the Connector

The files and directories that comprise this connector are in the following directory on the installation media:

These files and directories are listed in the following table.

File in the Installation Media Directory	Description
lib/JavaTask/xlBMCRemedyTicket.jar	This file contains the SQL code for the trigger that is run on the BMC Remedy database for moving the records of deleted users.
lib/ScheduleTask/xlBMCRemedyTicketRecon.jar	This file contains the class files that are required for reconciliation.
Files in the `resources` directory	Each of these resource bundle files contains language-specific information that is used by the connector. Note: A resource bundle is a file containing localized versions of the text strings that are displayed on the user interface of Oracle Identity Manager. These text strings include GUI element labels and messages displayed on the Administrative and User Console.
xml/BMCTicketConnector_DM.xml	This file contains definitions for the following components of the connector: IT resource type IT resource Resource object Process form Process definition Process tasks Adapter tasks

The "Step 3: Copying the Connector Files and External Code Files" section provides instructions to copy these files into the required directories.

Determining the Release Number of the Connector

You can use any one of the following methods to determine the release number of the connector.

Before Deployment

To determine the release number of a connector before you deploy it:

Extract the contents of the xlBMCRemedyTicket.jar file. This file is in the following directory on the installation media:
```
Help Desk/BMC Ticket Management/BMC Remedy Ticket Management Rev 9.0.4/lib/JavaTask
```
Open the manifest.mf file in a text editor. The manifest.mf file is one of the files bundled inside the xlBMCRemedyTicket.jar file.

In the manifest.mf file, the release number of the connector is displayed as the value of the Version property.

Note:

If you maintain a copy of the xlBMCRemedyTicket.jar file after deployment, then you can use this method to determine the release number of the connector at any stage. After you deploy the connector, it is recommended that you use the "After Deployment" method, which is described in the following section.

After Deployment

To determine the release number of a connector that has already been deployed:

See Also:

Oracle Identity Manager Design Console Guide

Open the Oracle Identity Manager Design Console.
In the Form Designer, open the process form. The release number of the connector is the value of the Version field.